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Relationship Manager

  • On-site
    • Bratislava, Bratislavský kraj, Slovakia

Job description

Responsibilities:

  • Building and maintaining strong, long-term relationships with international clients, acting as a trusted Relationship Manager and primary point of contact for high-value customers (HNWI / U-HNWI).

  • Assisting and guiding clients throughout the onboarding process and across payment services, ensuring a smooth, professional, and high-touch client experience.

  • Collaborating with clients to provide expert advice on both financial and technical aspects of the Company’s services and products.

  • Identifying client needs and initiating appropriate cross-sell and upsell opportunities in line with client profiles and business objectives.

  • Efficiently managing and analyzing incoming calls from customers seeking financial guidance.

  • Engaging with clients on various tasks including payments, card issuing and delivery, card blocking and closing, and fraud verification.

  • Preparing detailed weekly reports and maintaining accurate tables for reference.

  • Addressing customer complaints promptly, offering effective solutions and alternatives within specified timeframes, and ensuring follow-up to guarantee customer satisfaction.

  • Utilizing ICL/CRM systems and internal documents for seamless workflow.

  • Providing round-the-clock support to clients.

  • Conducting follow-up calls in response to correspondence.

  • Coordinating calls and meetings for the Head of Customer / Sales.

  • Actively participating in quarterly Customer Surveys to enhance customer experience.

Job requirements

  • Customer service background with previous experience in credit cards, banking/financial services, or the luxury industry and ultra high net worth clientele is highly valued.

  • Proficiency in English at Level C (speaking, writing, reading), with additional language skills considered advantageous.

  • Ability to thrive in a fast-paced environment while delivering excellent customer care.

  • Demonstrated expertise in organizational skills, problem-solving, and customer service excellence.

  • Keen attention to detail and proficiency in computer literacy, including Microsoft Office.

  • Strong team player with the capacity to work independently and collaboratively.

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